Brand Protection On Social Media? Not So Much
Written by Robert Bacal | 
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| Giving The Business to Social Media - The Book - Window On Social Media |
Window On Social Media - Angela, The "HP Sucks Lady"
Angela is mad. She’s created a Twitter account named HP_Sucks for the purpose of presenting “information” about what she sees as the poor quality and poor customer service coming from this computer company.
In case you are wondering, her statistics indicate she has close to 2000 followers, and she has sent 377 tweets, seemingly all on this topic.
The social media experts suggest that one reason it is important to have a social media presence is to combat or balance these kinds of situations. They call it “brand protection”.
What they neglect to explain is exactly how a company, in this case, multinational HP, should deal with or defuse the negative effect Angela might have on those that come across her torrent of negative comments about HP.
One reason the experts get fuzzy on this topic is that there may not be a solution. If we take this one step further not only could it be the case that there is no solution but there may not be a problem either. How much impact do you think Angela has on customer decision making?
Shocking, yes?
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